Description:
About us:
Target is the second-largest retailer in the United States and a Fortune 50 company.

The Financial and Retail Services (FRS) organization is close to the action when it comes to communication-whether with guests or Target team members. From guest service professionals and product designers, to vendor managers and financial and workforce management analysts, FRS comprises several key and high-visibility areas that elevate and nurture Target's distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service-from the inside out-through enterprise services our people can count on.

FRS includes several contact centers focused on the quick and seamless resolution of a variety of issues. From REDcard® Guest Services to the Client Support Center (CSC), we pride ourselves on infusing every interaction with that signature Target service that guests and team members alike have come to expect. We directly support Target's bottom line through building guest loyalty as the retailer of choice and taking care of our team members so that they can get back to the work they do best, from headquarters to stores to distribution centers.

As a Lead Specialist in Guest Relations you will be a process point of contact and expected to share knowledge, resources, and best practices with team members and vendor partners. You will support the business, assist with every contact channel (e.g. phone, email) available for our guests, provide additional support when service levels are not meeting expectations, handle escalated contacts to drive positive guest experience and satisfaction, conduct side by side contact reviews, and provide real-time on the job support to the team. You will work toward continuous improvement in work processes and procedures, identify gaps and trends, and drive process change to support our total team and our guests. In addition, you will support the development of training content for both new hire and refresher trainings, along with supporting the facilitation of our new hire classes and onboarding initiatives. You will research system or sensitive guest-facing issues and share findings in partnership with leaders.

Core responsibilities of this job are described within this job description. Job duties may change at any time due to business needs.

Shift times: 1:30 - 10:00 M-F with 1/3 weekend rotation with a set ADO in the week

About you:
• High School Diploma or GED required
• 1+ year(s) proven experience in Customer Service, Contact Centers or Operations
• Strong analytical and technical aptitude with the ability to work in a fast-paced environment
• Ability to work a flexible schedule including nights, weekends and holidays
• Four-year college degree or equivalent experience preferred

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.

Qualifications: